IT Operations Specialist
SF Office • FullTime
Posted 3h ago
Job Location
SF Office
Tech Stack
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Abridge is seeking an IT Operations Specialist to support our San Francisco office and rapidly scaling workforce. This role provides onsite and remote support across hardware, software, access, collaboration tools, and conference room technology. You will help build a modern IT operations function designed for an AI-native company, utilizing AI ITSM, automation, and agentic workflows to resolve issues, reduce manual work, and improve the employee experience. You will also partner across Abridge to develop scalable processes that support our continued growth.
Responsibilities
- Own daily IT support operations and serve as the primary escalation point for complex employee issues.
- Manage support requests, including triage, resolution, escalation, documentation, and follow-up.
- Build agentic support workflows to improve response times, resolution quality, and employee experience.
- Design and maintain automations for onboarding, offboarding, access requests, and other employee lifecycle events.
- Manage account access across SaaS applications using secure, scalable, and policy-based processes.
- Provide expert support for workplace hardware, desktop software, collaboration tools, and conference room technology.
- Identify recurring issues and replace manual work with reliable, well-documented automation.
- Maintain clear operating procedures, support documentation, and service performance data.
- Partner with PeopleOps, Security, Engineering, and business teams to build effective technical solutions.
- Help define the standards, systems, and automation that will shape the future of IT Operations.
Requirements
- 3 to 5 years of experience in IT operations, service desk, or enterprise end-user support.
- Experience managing tickets, incidents, access requests, and escalations in a fast-paced environment.
- Strong technical troubleshooting skills across SaaS applications, hardware, operating systems, and workplace technology.
- Experience building or managing IT workflows, integrations, and automations.
- Clear written and verbal communication skills, including the ability to explain technical issues to non-technical employees.
- Strong organization and attention to detail while managing multiple priorities.
- A service-focused approach that combines urgency, sound judgment, and consistent follow-through.
- Strong problem-solving skills and a proactive approach to identifying operational improvements.
- The ability to work across teams and translate business requirements into scalable IT processes.
- A strong interest in agentic support, automation, and the continued evolution of enterprise IT.
Benefits
- Company stock option plan
- Relocation assistance